History of Client Feedback Tool

Client Feedback Tool was founded in 2004 as DesignFacilitator. The Client Feedback Tool was conceived by, and developed within, Phillips Architecture PA, a Raleigh, NC architectural/interior design firm. The thirty-person design staff developed a blueprint for a software tool to assist designers in monitoring their clients' perceptions of how each project was progressing. The Client Feedback Tool orchestrates the collection of client and project-specific feedback, translates the data into a strategy, tracks action items and creates a feedback loop for designers to refine the project process to better serve their clients.

Company Vision

Client Feedback Tool enhances firms' value to their clients. We do this by creating an easy-to-use web-based program that provides professional services firms with the information they need to strengthen relationships and increase client loyalty. Specifically, we aim to:

• Maximize the service value to each client • Reduce the potential for making mistakes • Improve expertise by focusing on process • Improve understanding between staff and clients• Elevate the entire profession’s status for client helpfulness

Client Feedback Tool give professionals a simple but effective format for building strong understandings with clients and other project team members.

TESTIMONIALS

"This process demonstrates to our clients that we care enough about their needs and objectives to ask for their feedback and respond accordingly; it creates a win-win proposition."

- Marc Christopher, Principal

"The feedback tool helps me build better relationships with my clients. The survey responses I receive either let me know what items to improve on or confirm that my process is helping my client meet their needs."

- Jennifer S. Bissette, IIDA, Project Designer

"I could not imagine trying to run a design firm of more than three or four people without this tool."

- Mark Schweibinz, President, Barton Development Group

"You provided outstanding service and the Client Feedback Tool is easy and simple to use and interpret."

- Lee Jordan, GATE, LLC

"This is the right tool for us in order to really make a difference in our project relationships."

- Tracey Sibley, VP Marketing, Brasfield & Gorrie

"The surveys are great. I can give my feedback in five minutes and do my part to keep the project on track."

- Laura Daley, Global Facilities Coordinator

"Client Feedback Tool surveys gives clients, builders, and team members a chance to tell us how we are doing and the feedback data has made a huge impact!"

- Design Firm Principal

"Excited about the ability to monitor client satisfaction throughout the project instead of at the end only."

- Ted Caloger, MulvannyG2

"I came out of [the process] with tremendous knowledge gain."

- Debbie Johnston, Morrison-Maierle

"We've been working with CFT since 2008 and have seen a big boost in customer and employee satisfaction. It is a robust management aid allowing us to stay ahead of any issues before they develop into problems."

- Chris Browne, Senior VP HOK

"In the first four months we identified five clients at risk worth $1.3 million annually. Simply discovering there were problems before the client left allowed us to right the course in each case. I'm happy to report we are now performing work that meets and exceeds expectations for all five."

- Terry Reynolds, VP Marketing Kleinfelder

"Striving to position ourselves as 'client caretakers,' we routinely include feedback in our RFP responses. Our hit rate has improved by about 50% in the last six months; much of the increase we attribute to our more client-centric focus generated by the feedback process."

- Martha Shotwell, Controller Koontz-Bryant

"We were concerned a problem might exist with a particular client, and the feedback tool facilitated a difficult but great conversation about meeting expectations. We now have an intentional process to automatically engage our clients at key project milestones and are better able to align our efforts with their specific needs."